Malaysia Airlines unifies the employee experience with ServiceNow

Created

a single destination for employee services

Enabled

a differentiated passenger experience

Supported

digital transformation agenda

Malaysia Airlines flies 40,000 guests daily to more than 50 destinations
worldwide. Customer satisfaction and experience is a key priority for
the airline. Using ServiceNow, employees are at the center of their IT
services; back office services have been simplified; and employees are
now served by a single window of service.

A mobile-first, cloud-first strategy

At Malaysia Airlines, digital transformation is critical to
creating a seamless customer experience At Malaysia Airlines, customer experience and satisfaction are
key priorities. Abdul Rahman Mohamed, Head of Information Technology
at Malaysia Airlines, explains how technology plays a key role in
differentiating the airline. “We want to introduce new and better
ideas fast in order to distinguish ourselves from other airlines,”
says Abdul. “Our aim is to drive automation, personalisation, and
innovation through digital transformation. Ultimately, the aim is to
deliver seamless services to our passengers.”

Airline staff focus more on passengers with a unified and
streamlined employee experience To achieve this, Malaysia Airlines is adopting a mobile-first
and cloud-first strategy while automating back-office systems and
processes. It has broken down internal silos by creating a
company-wide destination where employees can request all the services
they need and track the status of their requests. This approach also
allows Malaysia Airlines to standardise its back-end service
fulfilment processes and drive continuous service improvement.

According to Abdul, “We can now worry less about accessing what we
require to meet our objectives and instead focus on delivering
high-quality, personalised services to our passengers.”

Technology has improved the work environment for the team and that ultimately impacts positively on passengers.

Malaysia Airlines chooses ServiceNow to create a company-wide
service delivery destination for employees Abdul explains the reasons for choosing ServiceNow, “We needed
a cloud- and mobile-enabled platform to align with the principles of
our digital transformation project. It also had to be accessible
anywhere from any device by our employees. The fundamental need was
for a technology that consolidated everything into one—a common
platform across the enterprise with a robust roadmap that we could
leverage in the future.”

12,000+ Malaysia Airlines employees use ServiceNow and momentum
continues to build The Now Platform® creates a unified service
experience for employees. The airline has already migrated IT and
financial services onto ServiceNow, and contract management and human
resources services are set to follow. Abdul says, “Currently, 12,000
employees and 450 resolvers are accessing the services. We are now
working on moving additional key services to ServiceNow.”

Malaysia Airlines helps ensure the best possible passenger
experience by putting employees at centre of service delivery Abdul sums up the benefits of ServiceNow saying, “Now every
division is aligned in terms of service delivery and delivers those
services through ServiceNow with a human touch. Technology has
improved the work environment for the team and that ultimately impacts
positively on passengers.”